Tanya Villareal
Leesburg,VA
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Significantly improved service delivery and mentored future leaders, demonstrating exceptional problem-solving and interpersonal skills.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Technology Support Specialist
Fairfax County Public Schools
03.2020 - Current
- Section Supervisor for the Tech Support Desk supporting district-wide school staff, local technology support and the Parent Help Desk with oversight of 7 TSSpecs, 1 FAS and 5 hourly supports. B
- Backup Supervisor for other team sections. Manage day-to-day operations and level 2 support for team queries and complications.
- Updates weekly schedule for IT Support Desk, approves leave and processes evaluations. Contact for other FCPS departments leadership for communication and resolution of complex issues and serve on cross-functional teams as needed.
- Sends email communication to district or distribution lists as needed for important leadership announcements as backup to the Manager.
- Managed incident ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed and executed reporting analytics to optimize efficiency and team morale.
Technology Support Specialist
Fairfax County Public Schools
02.2006 - 02.2020
- Lead on-site TSSpec for Fairfax High School/Academy for the Arts consisting of over 2822 staff/students’, 3,787 computers/laptops/mobile computing devices, 5 high-tech language labs and projector/smartboards.
- Collaborated with principal and IT partners to facilitate the implementation of the FCPSOn initiative, devising a comprehensive rollout strategy for Fairfax High School.
- Trained technology students in customer service, repair, planning, implementation, and day-to-day technology support operations.
- Modify GPO’s and utilize Active Directory for distribution of software and personalized settings.
- Served on the Printing Scanning Committee, the Mentor team and was the ERFC Representative.
- Developed user-friendly training materials to facilitate quick adoption of new technologies among team members and clients alike.
- Managed incident ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary.
- Provided exceptional support during high-profile projects, contributing expertise on technology requirements and implementation strategies while meeting tight deadlines.
Student Data Specialist
Fairfax County Public Schools
07.2003 - 01.2006
- Managed 2 analysts and 3 Functional Application Technicians with technology oversight.
- Created/maintained 16 Access databases, 1 ColdFusion app, and 6 Filemaker Pro databases and provides support, updates, and training on databases.
- Validated the structure of reports and data within the Education Decision Support Library for Student Services using TOAD or Discoverer in DEDS and PEDS.
- Create reports in Crystal for Special Education for EDSL and Target 10.
- Provided comprehensive staff development and training for individuals in the fields of data analysis, reporting, and computer proficiency.
- Advised and assisted individuals and groups on data collection, project design, planning, and result reporting.
- Managed reporting using Crystal and Access to generate reports. Updated Data Management and Department of Student Services Finance website on FCPS intranet with Dreamweaver software, incorporating Medicaid information. Utilized my skills in web development to enhance visibility and functionality of the website.
- Consistently met deadlines and delivered high-quality work, demonstrating a strong commitment to excellence in data management.
- Maintained files, records, and chronologies of entry activities.
HR Service Team- Report Specialist
BearingPoint (Formerly KPMG Consulting)
01.2001 - 07.2003
- Handled HR and benefit related problems as the sole responsible member of the Call Center escalation level 2 team.
- Responsible for creating inquiries in Peoplesoft and providing QA guidance to the HR team.
- Generated and managed global reports for HR and senior management.
- Managed reporting for multiple time frames such as periods, cycles, and weekly/monthly assignments.
- Assisted customers by addressing their questions regarding data
- Provided personnel with instruction on how to build queries in the Peoplesoft system.
- Manipulated data, merge reports, make pivot tables, graphs creation. Knowledgeable of linking documents and using equations in Excel. Assist customers in on analysis of reports.
- Supported Peoplesoft Transformation Team and kept documentation on all reports.
- Managed call center escalations for human resource and benefits-related inquiries, providing efficient solutions to employees. Fostered strong relationships with vendors to streamline communication and resolve employee concerns efficiently.
Education
Industrial Electronics Technology
Bessemer State Technical College
Bessemer, ALBachelor of Science - Computer And Information Systems
Strayer University
Washington, DC02.1999
Skills
- Help Desk Management
- Ticketing system proficiency
- KCS Trained
- Performance Management
- Help Desk Management
- Call Center Operations
- Systems Analysis
- Ticket management
- Agile Trained
- Customer service expert
- Verbal and written communication
Accomplishments
- 2024 DIT Award for Flex Distribution Team
- 2024 DIT Award for MFA Tech Support Desk Call Center Team
- 2017-2018 Fairfax Pyramid Leader of the Year
- 2017-2018 Fairfax High School Leader of the Year
- Nominated for the Fairfax County Public Schools GEM Award (March 2014)
- 2013-2014 FCPS Leadership Cohort Graduate
- Outstanding Performance Award (December 2006)
- FCPS Leadership Team Recognition (September 2006)
- Supporting the Mission (February 2006)
- Crystal Reports Training (October 2003)
Certification
- HDI Customer Service Representative Certification (January 2019)
- MCP Certification (May 2009)
- Microsoft Certified Desktop Support Technician,2261 and 2262 Training Class and Certification
Timeline
Senior Technology Support Specialist
Fairfax County Public Schools
03.2020 - Current
Technology Support Specialist
Fairfax County Public Schools
02.2006 - 02.2020
Student Data Specialist
Fairfax County Public Schools
07.2003 - 01.2006
HR Service Team- Report Specialist
BearingPoint (Formerly KPMG Consulting)
01.2001 - 07.2003
Industrial Electronics Technology
Bessemer State Technical College
Bachelor of Science - Computer And Information Systems
Strayer University